Legal claims defining the scope of protection. Each claim is shown in both the original legal language and a plain English translation.
1. A method, comprising: receiving, via one or more computing devices associated with a customer service center computing system, an initial request from a customer device over a computer network to connect with a customer service agent device, the initial request having been submitted via a graphical user interface associated with the customer service center; causing a connection to be created between the customer device and the customer service agent device associated with the customer service center computing system in response to the initial request, the connection being an outbound connection to the customer device originating from at least one of the one or more computing devices associated with the customer service center computing system and facilitating at least an audio communication between the customer device and the customer service agent device; linking, via at least one of the one or more computing devices, customer information for the customer device with agent information for a customer service agent associated with the customer service agent device for a predetermined period of time, the customer information including a customer identifier; receiving, via at least one of the one or more computing devices, a subsequent request from the customer device over the computer network to connect with the customer service agent device, the subsequent request having been submitted via a graphical user interface including a selectable option to enable indication that the subsequent request is related to the initial request; causing the customer device to be connected with the customer service agent device using the linking of the customer information with the agent information when the subsequent request is received within the predetermined period of time and when appropriate based on a context of the subsequent request, the context being indicative of a relationship of the subsequent request to the initial request, wherein the context is weighted such that the context gradually becomes less indicative of the relationship of the subsequent request to the initial request as time passes, and wherein the context comprises: whether there is an intervening request between the initial request and the subsequent request, whether an intervening purchase was made between the initial request and the subsequent request, or an identification of whether the customer device used for the initial request is a same device as used for the subsequent request; and causing the customer to be connected with a different customer service agent when the subsequent request is received within the predetermined period of time and the context is appropriate for the different customer service agent.
A customer service system connects a customer to an agent and remembers the agent for a while. When a customer starts a support request via a website, the system creates a connection (like a phone call or video chat) between the customer's device and the agent's device. The system then links the customer's information (like their ID) to the agent's information. If the customer makes another request soon after using a GUI option to indicate relation to the first request, the system reconnects them to the same agent, judging if the reconnection is appropriate based on factors that become less important over time: whether other requests or purchases occurred in between, and whether the same device is being used. If the time passes or context changes, the customer may be connected to a different agent.
2. The method of claim 1 , the subsequent request having been submitted via the graphical user interface associated with the customer service center and the customer information being an email address, the connection further facilitating a video communication between the customer device and the customer service agent device.
The customer service system from the previous description receives the customer's request via a graphical interface, using the customer's email address as identification. The connection between the customer and agent supports both audio and video communication. Specifically, the system connects a customer to an agent and remembers the agent for a while. When a customer starts a support request via a website, the system creates a connection (like a phone call or video chat) between the customer's device and the agent's device. The system then links the customer's information (like their ID) to the agent's information. If the customer makes another request soon after using a GUI option to indicate relation to the first request, the system reconnects them to the same agent, judging if the reconnection is appropriate based on factors that become less important over time: whether other requests or purchases occurred in between, and whether the same device is being used. If the time passes or context changes, the customer may be connected to a different agent.
3. The method of claim 1 , further comprising causing the connection to be created over a telephone network.
The customer service system from a previous description creates the initial connection (audio and/or video) via a telephone network. Specifically, the system connects a customer to an agent and remembers the agent for a while. When a customer starts a support request via a website, the system creates a connection (like a phone call or video chat) between the customer's device and the agent's device. The system then links the customer's information (like their ID) to the agent's information. If the customer makes another request soon after using a GUI option to indicate relation to the first request, the system reconnects them to the same agent, judging if the reconnection is appropriate based on factors that become less important over time: whether other requests or purchases occurred in between, and whether the same device is being used. If the time passes or context changes, the customer may be connected to a different agent.
4. A computer implemented method, comprising: receiving, via one or more computing devices, an initial request from a customer over a computer network to connect with a customer service agent; causing, via at least one of the one or more computing devices, an outbound communication connection from the at least one of the one or more computing devices to be created between the customer and the customer service agent in response to the initial request, the communication connection originating from at least one of the one or more computing devices; linking, via the at least one of the one or more computing devices, customer information for the customer with agent information for the customer service agent for a predetermined period of time; receiving a subsequent request to connect the customer with the customer service agent; and causing, via at least one of the one or more computing devices, the customer to be connected with the customer service agent using the linking of the customer information with the agent information when the subsequent request is received within the predetermined period of time and based on a context of the subsequent request, the context being indicative of a relationship of the subsequent request to the initial request based on whether there is an intervening request between the initial request and the subsequent request, whether an intervening purchase was made between the initial request and the subsequent request, or whether the customer device used for the initial request is a same device as used for the subsequent request; or causing the customer to be connected with a different customer service agent when the subsequent request is received within the predetermined period of time and based on the context.
A computer system for customer support remembers which agent a customer spoke to. When a customer requests help, the system makes a connection (like a phone call) from the system to the customer and the agent. It then links customer information to agent information for a certain time. If the customer asks for help again soon after, the system tries to connect them with the same agent, based on factors indicating if the second request relates to the first. These factors include intervening requests, purchases or whether the same customer device is being used for both requests. If these factors do not indicate relation, the customer is connected to a new agent.
5. The method of claim 4 , wherein the initial request is received from the customer via a computer network and the communication connection is caused to be created by at least one of the one or more computing devices via a telephone network.
The customer service system from a previous description receives the initial customer request over a computer network, but creates the connection (voice call) over a telephone network. Specifically, a computer system for customer support remembers which agent a customer spoke to. When a customer requests help, the system makes a connection (like a phone call) from the system to the customer and the agent. It then links customer information to agent information for a certain time. If the customer asks for help again soon after, the system tries to connect them with the same agent, based on factors indicating if the second request relates to the first. These factors include intervening requests, purchases or whether the same customer device is being used for both requests. If these factors do not indicate relation, the customer is connected to a new agent.
6. The method of claim 5 , further comprising assigning a phone number to the customer, via at least one of the one or more computing devices, to enable access to the customer service agent by the customer for the predetermined period of time.
The customer service system from a previous description assigns a specific phone number to the customer, which the customer can use to contact the same agent for a set amount of time. Specifically, the system receives the initial customer request over a computer network, but creates the connection (voice call) over a telephone network. Also, a computer system for customer support remembers which agent a customer spoke to. When a customer requests help, the system makes a connection (like a phone call) from the system to the customer and the agent. It then links customer information to agent information for a certain time. If the customer asks for help again soon after, the system tries to connect them with the same agent, based on factors indicating if the second request relates to the first. These factors include intervening requests, purchases or whether the same customer device is being used for both requests. If these factors do not indicate relation, the customer is connected to a new agent.
7. The method of claim 6 , the method further comprising causing the phone number to expire after the predetermined period of time.
The customer service system from a previous description makes the assigned phone number expire after the predetermined time period has passed. Specifically, the system assigns a specific phone number to the customer, which the customer can use to contact the same agent for a set amount of time. The system also receives the initial customer request over a computer network, but creates the connection (voice call) over a telephone network. Also, a computer system for customer support remembers which agent a customer spoke to. When a customer requests help, the system makes a connection (like a phone call) from the system to the customer and the agent. It then links customer information to agent information for a certain time. If the customer asks for help again soon after, the system tries to connect them with the same agent, based on factors indicating if the second request relates to the first. These factors include intervening requests, purchases or whether the same customer device is being used for both requests. If these factors do not indicate relation, the customer is connected to a new agent.
8. The method of claim 6 , further comprising redirecting the subsequent request to a different customer service agent when the subsequent request is received after the predetermined period of time has elapsed.
The customer service system from a previous description redirects the customer to a different agent if the customer calls after the predetermined time has elapsed. Specifically, the system assigns a specific phone number to the customer, which the customer can use to contact the same agent for a set amount of time. The system also receives the initial customer request over a computer network, but creates the connection (voice call) over a telephone network. Also, a computer system for customer support remembers which agent a customer spoke to. When a customer requests help, the system makes a connection (like a phone call) from the system to the customer and the agent. It then links customer information to agent information for a certain time. If the customer asks for help again soon after, the system tries to connect them with the same agent, based on factors indicating if the second request relates to the first. These factors include intervening requests, purchases or whether the same customer device is being used for both requests. If these factors do not indicate relation, the customer is connected to a new agent.
9. The method of claim 4 , wherein the initial request is received via a telephone network using a telephone number and the subsequent request is received using the telephone number of the initial request.
In the customer service system from a previous description, both the initial and subsequent requests are received via a telephone network using the same telephone number. Specifically, a computer system for customer support remembers which agent a customer spoke to. When a customer requests help, the system makes a connection (like a phone call) from the system to the customer and the agent. It then links customer information to agent information for a certain time. If the customer asks for help again soon after, the system tries to connect them with the same agent, based on factors indicating if the second request relates to the first. These factors include intervening requests, purchases or whether the same customer device is being used for both requests. If these factors do not indicate relation, the customer is connected to a new agent.
10. The method of claim 4 , wherein: the customer information comprises a device identifier or a customer identifier associated with a customer account, the agent information comprises a telephone number or an agent identifier associated with the customer service agent, and linking comprises linking the customer account with the customer service agent by associating the device identifier or the customer identifier with the telephone number or the agent identifier.
The customer service system from a previous description links the customer's account to the agent's information by associating a device or customer ID with the agent's phone number or agent ID. Specifically, the system saves a device identifier or customer account ID as the customer information, the agent's telephone number or agent identifier as the agent information. Also, a computer system for customer support remembers which agent a customer spoke to. When a customer requests help, the system makes a connection (like a phone call) from the system to the customer and the agent. It then links customer information to agent information for a certain time. If the customer asks for help again soon after, the system tries to connect them with the same agent, based on factors indicating if the second request relates to the first. These factors include intervening requests, purchases or whether the same customer device is being used for both requests. If these factors do not indicate relation, the customer is connected to a new agent.
11. The method of claim 4 , further comprising proactively electronically monitoring, via at least one of the one or more computing devices, a customer device following the initial request and within the predetermined period of time, and wherein receiving the subsequent request comprises receiving the subsequent request from at least one of the one or more computing devices to re-connect the customer with the customer service agent when an issue with the customer device is identified through the monitoring.
The customer service system from a previous description actively monitors the customer's device after the initial request within the predetermined time window. If the system detects a problem, it automatically generates a new request to reconnect the customer with the same agent. Specifically, a computer system for customer support remembers which agent a customer spoke to. When a customer requests help, the system makes a connection (like a phone call) from the system to the customer and the agent. It then links customer information to agent information for a certain time. If the customer asks for help again soon after, the system tries to connect them with the same agent, based on factors indicating if the second request relates to the first. These factors include intervening requests, purchases or whether the same customer device is being used for both requests. If these factors do not indicate relation, the customer is connected to a new agent.
12. The method of claim 4 , wherein the predetermined period of time is predetermined based on a context of the initial request or the communication connection, the predetermined period of time being variable between different contexts and being modifiable by the customer service agent.
The customer service system from a previous description allows the predetermined time period for reconnecting to the same agent to be set based on the context of the initial request. The agent can also modify the time period. Specifically, a computer system for customer support remembers which agent a customer spoke to. When a customer requests help, the system makes a connection (like a phone call) from the system to the customer and the agent. It then links customer information to agent information for a certain time. If the customer asks for help again soon after, the system tries to connect them with the same agent, based on factors indicating if the second request relates to the first. These factors include intervening requests, purchases or whether the same customer device is being used for both requests. If these factors do not indicate relation, the customer is connected to a new agent.
13. The method of claim 4 , wherein the initial request is received via a user interface of a mobile device and the communication connection comprises an audio-video conference including screen and rights sharing of the mobile device with the customer service agent.
The customer service system from a previous description receives the initial request from a mobile device. The communication connection is an audio-video conference with screen sharing and rights sharing capabilities. Specifically, a computer system for customer support remembers which agent a customer spoke to. When a customer requests help, the system makes a connection (like a phone call) from the system to the customer and the agent. It then links customer information to agent information for a certain time. If the customer asks for help again soon after, the system tries to connect them with the same agent, based on factors indicating if the second request relates to the first. These factors include intervening requests, purchases or whether the same customer device is being used for both requests. If these factors do not indicate relation, the customer is connected to a new agent.
14. The method of claim 4 , wherein the subsequent request originates from a customer service center after a set time interval from termination of the communication connection resulting from the initial request.
The customer service system from a previous description generates a follow-up request from the customer service center after a set amount of time has passed since the end of the original customer-agent communication. Specifically, a computer system for customer support remembers which agent a customer spoke to. When a customer requests help, the system makes a connection (like a phone call) from the system to the customer and the agent. It then links customer information to agent information for a certain time. If the customer asks for help again soon after, the system tries to connect them with the same agent, based on factors indicating if the second request relates to the first. These factors include intervening requests, purchases or whether the same customer device is being used for both requests. If these factors do not indicate relation, the customer is connected to a new agent.
15. The method of claim 4 , wherein the initial request is received from the customer via a computer network and the communication connection is caused to be created by at least one of the one or more computing devices via the computer network.
The customer service system from a previous description receives the initial request and sets up the communication connection using the same computer network (e.g., internet, LAN). Specifically, a computer system for customer support remembers which agent a customer spoke to. When a customer requests help, the system makes a connection (like a phone call) from the system to the customer and the agent. It then links customer information to agent information for a certain time. If the customer asks for help again soon after, the system tries to connect them with the same agent, based on factors indicating if the second request relates to the first. These factors include intervening requests, purchases or whether the same customer device is being used for both requests. If these factors do not indicate relation, the customer is connected to a new agent.
16. A non-transitory computer-readable medium comprising computer-executable instructions which, when executed by a processor, implement a system comprising: a request module to receive an initial request from a customer to connect with a customer service agent; a connection module to cause a connection to be created between the customer and a customer service agent in response to the initial request, the connection being an outbound connection to the customer and originating from the system; and a link module to link customer information of the customer with agent information of the customer service agent for a predetermined period of time; wherein the connection module is configured to re-connect the customer with the customer service agent when a subsequent request is received within the predetermined period of time and based on a context of the subsequent request, the context being indicative of a relationship of the subsequent request to the initial request based on whether there is an intervening request between the initial request and the subsequent request, whether an intervening purchase was made between the initial request and the subsequent request, or whether a customer device used for the initial request is a same device as used for the subsequent request, the connection module being further configured to connect the customer with a different customer service agent when the subsequent request is received within the predetermined period of time and based on the context.
A customer service system implemented in software reconnects customers to the same agent if they call back soon. The system includes a request module to receive customer's support requests, a connection module to connect customer to agent and a link module that associates customer info with the agent's info for a fixed period. When a customer requests help again, the connection module tries to connect them with the same agent if the request falls within that period. The decision to connect depends on factors, which may include intervening requests, purchases, or use of the same device. If factors do not show a relation, the customer might be connected to a new agent.
17. The system of claim 16 , wherein the agent information is an agent telephone number, the system further comprising a number module to associate the agent telephone number with the customer service agent when the connection is created and to dissociate the agent telephone number from the customer service agent when the predetermined period of time expires.
The customer service system from a previous description uses an agent telephone number for agent identification. The system also includes a number module to associate and dissociate this phone number with the specific agent at the start and end of the predetermined time period. Specifically, the agent information is an agent telephone number, the system associates the agent telephone number with the customer service agent when the connection is created and dissociates the agent telephone number from the customer service agent when the predetermined period of time expires. The system reconnects customers to the same agent if they call back soon. The system includes a request module to receive customer's support requests, a connection module to connect customer to agent and a link module that associates customer info with the agent's info for a fixed period. When a customer requests help again, the connection module tries to connect them with the same agent if the request falls within that period. The decision to connect depends on factors, which may include intervening requests, purchases, or use of the same device. If factors do not show a relation, the customer might be connected to a new agent.
18. The system of claim 16 , further comprising a proactivity module to submit the subsequent request to re-connect the customer with the customer service agent when the customer is experiencing device issues with a customer device or when the customer is repeatedly performing a same action in interacting with a web page or the customer device.
The customer service system from a previous description has a module that proactively identifies customer issues, which then submits a new request to reconnect the customer with the same agent. This proactive module can detect problems on a customer's device or identify repeated actions on a website or device. Specifically, the system includes a proactivity module to submit the subsequent request to re-connect the customer with the customer service agent when the customer is experiencing device issues with a customer device or when the customer is repeatedly performing a same action in interacting with a web page or the customer device. The system reconnects customers to the same agent if they call back soon. The system includes a request module to receive customer's support requests, a connection module to connect customer to agent and a link module that associates customer info with the agent's info for a fixed period. When a customer requests help again, the connection module tries to connect them with the same agent if the request falls within that period. The decision to connect depends on factors, which may include intervening requests, purchases, or use of the same device. If factors do not show a relation, the customer might be connected to a new agent.
Unknown
August 22, 2017
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